Loyalty reward unaffected by billing error

Tell Claudienne

I received a Flow bill due on April 28, 2013, for a total of $3,157.63. The bill had an error as it included a charge for a Power Adapter Replacement that was not done.

I went to the Flow office in Ocho Rios to have it rectified, and the customer service representative wrote the amount I should pay ($2,226) at the top of the bill. She assured me that this error would not affect the Loyalty Rewards Bonus I receive when my bill is paid on time.

From the start of 2013 I have paid my bill on or before the 28th of each month. This bill for $2,226. was paid on April 27, 2013 at 1:24 pm. However, in May I was charged $2,651 and I was told that the additional amount was the penalty fee for incomplete payment of the previous bill.

After I pointed out that there was an error in the calculations, I was assured by the customer service rep that I would not be affected.

However, when I called the Flow toll-free number and pointed out the error, they said that there was nothing they could do for my account to be credited with the $250 Loyalty Rewards Bonus. It is very unfair for me to pay on time and be treated in this manner.

Your help would be appreciated in resolving this situation.

FH

Dear FH

Tell Claudienne asked the vice-president of marketing and sales at Columbus Communications Jamaica Limited, which trades as Flow, to investigate your complaint. He has advised us that you were contacted and the matter resolved.

Good luck.

Dear Claudienne

My daughter was born at the Spanish Town hospital in 2011. While I was still in the hospital shortly after her birth, an officer of the Registrar General's Department came and filled out a form for her birth to be registered. More than a year later I received her birth certificate, I realised that the RGD had placed a hyphen between my double-barrelled Christian name in error. When I went to the RGD and pointed out the error they advised me that I would have to pay a fee for the correction of the error.

They made the error, so I don't believe I should be charged for the correction.

Please have this matter clarified for me.

TJ

Dear TJ

According to the RGD, under their policy every baby born at a hospital or birthing centre in Jamaica is registered at birth by an RGD officer. At the bedside the mother is asked to read and attach her signature to the information the RGD officer has written if it is correct. Errors brought to the RGD's attention within a year would be corrected free of charge. However, clients making requests for correction of error after a year has passed must pay a fee, the RGD told Tell Claudienne.

In your case the correction of error was brought to the RGD's attention after a year had passed. We see that the RGD has contacted you and explained that you will have to pay the fee for the correction of error.

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